Social Tenant Access to Information Requirements (STAIRs): What this means for customers
From 1 October 2026, new rules called the Social Tenant Access to Information Requirements (STAIRs) give social housing customers more access to information about their landlord.
We must now publish information about things like:
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how North Star is run and makes decisions
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how we spend money
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how we manage our homes
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how our services are performing
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the housing services we provide
Much of this information was already on our website. We’ve now brought it together in one place to make it easier to find, along with some useful FAQs. You can access this page by clicking here.
If you think information is missing, or you think something we publish could be clearer, please let us know.
You can email us at dpo@northstarhg.co.uk, or contact us in any other way that suits you.
We aim to respond within 30 days. If we need longer, we’ll let you know. If you’re not happy with our response, you can contact the Housing Ombudsman.
From 1 April 2027, you’ll also be able to ask us for specific information covered by STAIRs. This could include information about how we manage your home. If you're not happy with our response, you can ask us for a review within three months, and we'll respond within 30 calendar days. If you're still not happy, you can then complain to the Housing Ombudsman.
We’re working with The Tenants’ Voice to get ready for this next stage and will share more information before April.
You can also read the Housing Ombudsman’s Social Tenant Access to Information Requirements (STAIRs) support guide here: Social Tenant Access to Information Requirements (STAIRs) support guide
